Job Description
In a Services job at HP, you’ll build the future—one big idea at a time. Ready to unleash your professional potential? You’ll use your experience and knowledge to provide technical services and develop IT business solutions. And you’ll help drive our growth as a technology leader. If solving the world’s biggest challenges sounds like the right career path for you, consider these Services job opportunities, and join us at HP.
Job Description
Each month, HP’s Social Customer Care serves 10 million customers on its Support Forums across 95 countries, and responds to over 100,000 online conversations in seven languages on 104 social media channels. Social Customer Care is the fastest growing channel of customer service at HP Inc.
The Global Social Customer Care team is working quickly to develop social media as an essential and integrated support channel for HP Inc’s $56 Billion printing and personal systems business. This includes monitoring trends in online social behavior and customer expectations for post-sales brand support, defining standards and approaches to deliver industry leading social customer service, growing and fostering its community of volunteers, developing HP’s presence on key social media channels, forecasting demand and partnering with support operations on agents needed, managing external communications, establishing social insights as a service to efficiently harvest and report on relevant customer needs, and overseeing HP’s Social Customer Care Command Center.
The Social Media Support manager is a key management role in HP’s social customer care organization.
The key responsibilities for this role include:
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Lead a team of 7-10 people globally to develop HP’s social care support strategy, and operationalize a plan to reduce overall support Customer Support costs while delivering a best-in-class support experience via social care
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Demonstrate rapid response and company emphasis on quality customer care, transparency and authenticity to a large, public audience.
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Demand planning, traffic shaping and forecasting of social media traffic, and working with the regional assisted teams on an agent resourcing plan to meet rapidly growing volumes
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Track and improve operational KPIs e.g. response times vs. SLAs, agent efficiency, TCR, sNPS, hours of coverage across the various social care channels, in partnership with regional CS support teams, 3rd party vendors, ECR
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Monitor and respond to customer conversations in real time; expand and improve social listening efforts, including NPIs & reviews (in partnership with Marketing and the GBUs)
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Utilize social channels as a “canary in the mine” to spot issues, correct course and clarify messaging
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Intervene quickly to protect HP’s online reputation and improve customer experience during urgent or crisis situations
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Ensure social care readiness in response to NPI, sustaining, and emerging issues
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Develop strong partnerships with other key stakeholders – the Web, Support Solutions and Regional CS teams, Global Social Marketing, QCET and ECR to drive operational & experience improvements
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Identify and communicate key issues surfacing via social media channels; track and report on sentiment of the brand
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Provide valuable and informative content to attract new social followers and earn the trust of existing customers
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Drive the relationship with global social marketing and key vendors (e.g. Salesforce, Lithium) to understand their strategic direction, drive the vendor roadmap, and develop a collaborative environment to deliver to our expansion efforts
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Act as a key advisor to senior management on the development of overall social media policies/practices and long-term goals of the organization
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Responsible for the development of agent best practices, training and guidelines; contribute towards building the social customer care playbook, including the social care command centers globally.
Qualifications
Knowledge & Skills:
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In-depth knowledge and understanding of the rapidly evolving social media support landscape, social media networks (communities & forums, social media networks including Facebook, Twitter, Instagram, YouTube, WeChat, Whatsapp etc.), social listening & measurement tools and emerging trends in social customer care
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Minimum 5 years’ experience working in global digital support operations with a focus on social media (and preferably in customer care)
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Strong business & financial acumen. High degree of comfort with rapidly evolving needs, dealing with ambiguity, and working in a fast paced environment.
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Proven ability to effectively lead global virtual teams, and the ability to influence others to accomplish key objectives, and an effective communicator.
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Highly skilled at working across a broad set of stakeholders across different functions, and with various levels of management
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3rd party vendor/partner management and operational experience
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Preferably fluent in 1 or more languages besides English
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Bachelor’s degree in Technology, Marketing, Business Administration, Communications or Information Management and 10+ years’ experience, or equivalent combination of education and experience. MBA PreferredCompetencies
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Social Media: Good knowledge and understanding of Social Media channels (i.e. online forums, Facebook, Twitter, Pinterest, YouTube, Blogs, etc.).
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Service Management: Be able to track and manage results, performance against goals, and financials/budgets.
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Reports and Analytics: Ability to analyze trends and results, to track goals, and uses that to drive strategy improvements in social care.
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Proactive and Ownership: Plan and execute strategies to improve and expand HP Communities. Make the Community experience the best it can be.
Job - Services
Primary Location - United States-California-Palo Alto
Other Locations - United States-Idaho-Boise, United States-Colorado-Ft. Collins
Schedule - Full-time
Shift - Day Job
Travel - No
Job Posting - Jan 20, 2016
EEO Tagline HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities